Client communications

“Tis the season for fee increases” is a song I hum every year in late December. This has always been a good time for me to review the year and fee structure with clients.

Price is a one-dimensional sales pitch. Your firm is either the lowest priced or you’re not.

Mail or forward information to clients to let them know they are on your mind.

I had a meeting recently with an accountant and was led into his office while he was on the phone. I overheard him telling a client that he wouldn’t be able to get his work done as promised because his humongous client needed something done right away, and “you know how that is!”

Thanks to technology, we see clients less, but speak and interact with them more, maintaining and strengthening the relationship.

Who would the changes help — and hurt? Baird’s director of advanced planning weighs in.

How would your firm's culture change if your best clients were always in the room?

What's the best way to evaluate the performance of your firm's employees?

The cleanup goes on long after the storm has passed. Here’s how financial planners can provide advice for one of clients’ most expensive traumas.

Users can pull pertinent information from their email straight into Xero HQ.

Clients can obtain a loan from the payment portal company, while the firm gets paid in full.

Users can share documents and view a live activity feed.

Many people like the long Memorial Day weekend, especially as the days get warmer and longer, but please do not lose sight of the purpose of this day.

How does one properly handle the various ways a death affects each co-worker, client and the firm itself?

There are two types of accountants—those who do their work with blinders and those with wide-open eyes. Both can do competent jobs for their clients, but the ones with the wide-open eyes grow and can do far better work for their clients.

I think branding is very important. Everyone and every business has a brand. Inattention to branding creates a brand that might not be what you would like, but nevertheless you will have a brand. Branding needs deliberate attention.

Even when speaking directly to clients, tech toys can help make a point.

What would really change the way the partners at your firm interact with clients?

I am asked frequently how I get ideas, and each time I give a different response.

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